Online Class: Call Center Customer Service

When working as a call center agent, it's important to understand how to respond to a variety of customer issues, problems or complaints. The importance of offering customer-centric service is the foundation of your job responsibilities.
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  • 10
    Lessons
  • 17
    Exams &
    Assignments
  • 2,073
    Students
    have taken this course
  • 6
    Hours
    average time
  • 0.6
    CEUs
 
 
 

Course Description

Cultivating a Customer-Centric Approach

Navigating the dynamic world of a call center requires more than just a headset – it demands impeccable communication skills, the art of active listening, and the ability to address diverse customer needs adeptly. Are you ready to elevate your skills to offer unparalleled customer experiences?

Welcome to our comprehensive course designed to transform you into a call center connoisseur. Whether you're working remotely, in a bustling customer service hub, or within a specialized call center, this course meticulously covers every facet of the role. From the nuances of telephone etiquette to mastering the tonality that can turn around challenging calls, we illuminate the secrets behind every successful interaction.

Dive deep into the art of problem-solving, learning techniques that not only address issues but also enhance customer loyalty. Every caller is unique, bringing with them their individual challenges, cultural backgrounds, and generational expectations. Our course equips you to seamlessly adapt to diverse communication styles, ensuring that every caller feels valued and understood.

In today's globalized world, an appreciation for cultural and generational diversity is paramount. Our modules delve into the multifaceted nature of customer interactions, offering insights on tailoring your approach based on varying backgrounds and expectations. Immerse yourself in real-world scenarios and case studies, complemented by insights into cutting-edge customer service tools and call center technologies.

Stay updated with the evolving landscape of call center operations, learning about emerging standards and the ever-adaptive roles of agents. As we wrap up, we shine a light on self-care, equipping you with strategies to manage the stressors that come with the territory, ensuring you remain at your best, call after call.

Embark on this journey with us and unlock the potential to become not just a call center agent, but a beacon of customer-centric excellence. Let's redefine service, one call at a time!

Courses Frequently Bought Together:
  • Completely Online
  • Self-Paced
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider
 
 

Course Lessons

Average Lesson Rating:
4.46 / 5 Stars (Average Rating)
"Extraordinarily Helpful"
(1,800 votes)

Lesson 1: The Importance of Customer Service

10 Points
Customer service can make or break your business, plain and simple.
  • Lesson 1 Video
  • Lesson discussions: Call Center; Reasons for Taking this Course
  • Complete: Lesson 1 Assignment
  • Assessment: Lesson 1: The Importance of Customer Service

Lesson 2: Telephone Etiquette

12 Points
Telephone etiquette is the foundation of telephone service in any business, whether you're the CEO or a call center agent.
  • Lesson 2 Video
  • Complete: Lesson 2 Assignment
  • Assessment: Lesson 2: Telephone Etiquette

Lesson 3: Mastering Communication Skills

10 Points
Mastering communication skills means dealing and coping with a variety of tasks, customers, and scenarios. This is especially true for those employed by call centers.
  • Lesson 3 Video
  • Assessment: Lesson 3: Mastering Communication Skills

Lesson 4: Providing Excellence in Phone Service

12 Points
By following communication basics, utilizing an assertive communication style, and through active listening, you have the ability to provide excellent, quality services for customers.
  • Lesson 4 Video
  • Complete: Lesson 4 Assignment
  • Assessment: Lesson 4: Providing Excellence in Phone Service

Lesson 5: Dealing With Difficult Customers

12 Points
Resolving customer complaints is a major portion of the work a call center agent does. In this lesson, we'll offer you basic approaches to these issues.
  • Lesson 5 Video
  • Lesson discussions: Difficult Customers
  • Complete: Lesson 5 Assignment
  • Assessment: Lesson 5: Dealing with Difficult Customers

Lesson 6: Mastering Customer Service Across Generations and Cultures

10 Points
Understanding generational and cultural differences between customers helps call center agents deal with different attitudes and expectations, based on their culture.
  • Lesson 6 Video
  • Assessment: Lesson 6: Dealing with Diversity

Lesson 7: Call Center Scenarios

12 Points
As a call center agent, you'll deal with a wide variety of customers, complaints, and situations. Some of them are humorous, some far from it.
  • Lesson 7 Video
  • Complete: Lesson 7 Assignment
  • Assessment: Lesson 7: Call Center Scenarios

Lesson 8: CRS Technologies

10 Points
Call center agents may enter a variety of scenarios when it comes to offering call center delivery of services. Today, technologies utilize telephone, Internet, and live chat capabilities.
  • Lesson 8 Video
  • Assessment: Lesson 8: CRS Technologies

Lesson 9: Setting Call Center Standards

9 Points
Your ability to do your job - and do it well - depends on the standards set by yourself -- or those that have been set for the call center. Additional lesson topics: 10 Tips for Customer Service Training
  • Lesson 9 Video
  • Assessment: Lesson 9: Setting Call Center Standards

Lesson 10: Managing Your Customer Call Center Service Position

58 Points
Your ability to manage your customer call center position will give you the tools you need to consistently provide the best in services to your callers and customers.
  • Lesson 10 Video
  • Lesson discussions: Stress; Program Evaluation Follow-up Survey (End of Course); Course Comments
  • Complete: Lesson 10 Assignment
  • Assessment: Lesson 10: Managing Your Customer Call Center Service Position
  • Assessment: The Final Exam
155
Total Course Points
 

Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe the importance of customer service.
  • Define telephone etiquette.
  • Demonstrate mastering communication skills.
  • Summarize providing excellence in phone service.
  • Describe techniques in dealing with difficult customers.
  • Summarize dealing with diversity issues.
  • Summarize call center scenarios and CRS technologies
  • Summarize setting call center standards.
  • Describe ways to effectively manage your customer call center service position.
  • Demonstrate mastery of lesson content at levels of 70% or higher.
 

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
 
Course Title: Call Center Customer Service
Course Number: 8900141
Lessons Rating: 4.46 / 5 Stars (1,800 votes)
Languages: English - United States, Canada and other English speaking countries
Availability: Accessible from any state in the U.S., this course covers key areas such as California, Texas, Florida, New York, Pennsylvania, Illinois, Ohio, and Georgia. The course is also offered in English-speaking nations like Australia, Canada, the UK, and South Africa.
Last Updated: June 2024
Course Type: Self-Paced, Online Class
CEU Value: 0.6 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Syllabus: View Syllabus
Course Fee: $120.00 U.S. dollars

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Student Testimonials

  • "I believe the topics covered over the lessons presented excellent topics that are essential for future Call Center Customer Service Agents. I especially found the information on the following lessons excellent: Dealing With Difficult Customers, Dealing With Diversity, and 'Setting Call Center Standards'. Thank you." -- Amanda H.
  • "I have to give this class and the instructor five plus stars. It was a great learning tool and the instructor was very informative and encouraging." -- Rachel R.
  • "It was a great course that I enjoyed, and the instructor was very quick in responding with grades and comments for tests/exams that were submitted." -- Patricia M.
  • "I really enjoyed this class I learned a lot of valuable information. Thank you." -- Kimico B.
  • "The instructor was very timely, kind and very motivating." -- Maria C.
  • "I really enjoyed the experience!" -- Denise J.
  • "Thoroughly enjoyed the experience. Thank you." -- Michelle A.
  • "I would say everything was helpful, I work in a call center, I wanted to get more information to help me on my job." -- Virginia R.
  • "The instructor was prompt in his grading and offered welcome encouraging assessments." -- Mary Ann K.

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